Customer Service – Control Center

About the role

The Specialist II - Control Center (MY) role manages customer inquiries through shared email inboxes and Salesforce Case Management, ensuring timely, accurate, and well documented support across the shipment lifecycle. The position focuses on case triage, order validation, job creation, and standard PO based job quoting while coordinating closely with global CS and Operations teams to maintain service quality, visibility, and compliance.

Key responsibilities

• Professionally manage and respond to customer inquiries received through shared email inboxes and Salesforce Case Management queues in accordance with defined service standards.
• Monitor, triage, and prioritize incoming emails and cases based on urgency, shipment criticality, and escalation guidelines.
• Create, update, and maintain shipment job files for domestic and international movements based on customer email or case submissions.
• Provide standard, PO based job quotations only, using approved tariffs, routings, and packaging options.
• Actively manage open cases and shared inbox queues to ensure timely follow ups, status updates, and proper case closure.
• Coordinate via cases and documented communications with global Customer Service, Operations, and destination offices to ensure seamless handoffs.
• Review, analyse, and distribute temperature monitoring data to customers, documenting outcomes within the case record.
• Provide continuous case based support to customers and internal operational teams throughout the shipment lifecycle.
• Maintain high standards of case hygiene, documentation discipline, and data accuracy across all systems of record.
• Ensure compliance with all applicable SOPs, quality standards, safety policies, and regulatory requirements.

About you

• At least formal education in logistics or any related field, for fresh graduates.
• For candidates with relevant working experience, formal logistics education is not mandatory but preferred.
• Understanding of pricing processes and international shipment logistics, preferably in specialty healthcare logistics.
• Excellent communication and interpersonal skills.
• Ability to manage and prioritize multiple tasks in a fast-paced environment.
• Proficiency in using Microsoft Office tools, Outlook and Salesforce is an added advantage.
• Fluency in English; additional language proficiency in Korean, or Japanese is a plus.
• Strong problem-solving abilities.
• Focus on accuracy and efficiency.
• Ability to work effectively in a multicultural and diverse environment.